Customer Service Representative II
About The Position
Peli BioThermal offers the widest range of temperature-controlled packaging and service solutions to the global life sciences industry. The company’s products ensure that delicate biological materials arrive intact and effective, despite exterior environments. Peli BioThermal is dedicated to developing innovative products designed to fulfil the complex needs of the global life sciences industry. The company’s customers benefit from its extensive expertise in ensuring that temperature stability is maintained throughout the distribution chain. The company also offers a complete portfolio of services and software to support end-to-end temperature-controlled packaging asset management. At Peli BioThermal, your work has a real-world impact. You’ll be part of a team driven by innovation, craftsmanship, and the shared belief that when the mission is critical, failure isn’t an option. If you’re ready to build something that makes a difference, be part of a team that protects what matters most. The Customer Support Representative II (CSR) is a vital link to our customer base and internal departments. The CSR manages new account set-ups and the sales order management process and communicates customer order status and delivery dates. This role engages and maintains customer service relationships. Serve as a crucial link between field Account Executives and internal teams, ensuring a seamless sales engagement, customer onboarding, and ongoing support process.
Requirements
- Two (2) years of experience in a Sales Support or Customer Service role.
- One (1) year of experience in a manufacturing or packaging industry.
- Proficient with Microsoft office applications such as Word, Excel, and Outlook.
- Knowledge and experience using electronic order processing software.
- Excellent verbal and written communication skills.
- Exceptional attention to detail and accuracy.
- Strong problem solving, documentation, research, and resolution skills.
Responsibilities
- Oversee the sales order process, from creating customer accounts to processing orders and maintaining accurate electronic file records for transactions.
- Communicate with customers regarding their orders, including creating order acknowledgments, confirming delivery dates, and promptly responding with empathy to all customer service inquiries, concerns, complaints.
- Collaborate with internal and external sales teams, as well as other operational departments, to ensure customer expectations are met.
- Attend production meetings to support and manage customer expectations.
- Generate sales orders and prepare manual debit and credit memorandums as required. Assist in the return merchandise authorization (RMA) process.
- Assist in handling intercompany orders and warranty claims.
- Performs additional duties as assigned.
Benefits
- Competitive paid time off plans/Holiday pay/extra vacation purchase opportunities
- 401k plan – with immediate match
- Great Benefits – several options including Pet insurance for our animal lovers.
- Health Savings Account Contribution
- Wellness Discount Program
- Global Mental Wellness Program
- Quarterly Employee Celebration Days
- Peer to Peer Recognition Program
- Service Recognition Program
- Amazing employee discount program on Pelican Products, Pelican branded apparel and gear
- Employee referral program – get paid to work with your trusted network.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
